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What Happened To Customer Service?


Wow! This has been a challenging week. I don’t know about you guys, but is it just me or has customer service gotten worse over the years? We as a country or world seems to have all of the technology and resources in recent history, but for some reason we like accuracy in our customer service skills.

Perhaps today’s many distractions may be part of the problem. Lack of adequate training may also be another factor. Everywhere I turn, customer service seems to be currently undervalued. If you guys don’t mind, I would like to give you insight on my last 8 days of dealing with customer service. I guess you could consider this somewhat of a rant.

Day one – Auto Shop

I took my car to the auto shop on Friday, it was a few things that I need done. Since this was an older car I wanted to replace a few parts. I explained to John that I would be going out of town on Saturday and asked if my car would be ready by the following Monday. I was told that my car would be fixed on Saturday. I asked John (manager) if he could give me a call and let me know the final cost on parts and labor. I told him since I was out of town, I would gladly pay over the phone with a credit card. I called to check on the status of my car and John said they were still working on it. I asked John to call me before they close up shop for the day. I never heard from anyone the rest of the day and they closed at 4:30pm. Unfortunately, they are closed on Sunday’s. I was upset. I had no transportation for work on Monday. I actually didn’t get my car back until the following Thursday.

Day two – Midas

Lets just say, I needed an auto part for my car. I took it to Midas. It took them 3 hours to find out what auto part I needed replaced on my car. Actually I found out on my own. For some reason Midas called Carquest for the part and the person at Carquest named two different parts. I asked the manager at Midas if they could call the Kia dealership instead of Carquest. I was waiting for an hour and a half on the exact part that I needed. I called the Kia dealership myself, I talked to Brad, sent him a picture of the part. Brad confirmed the part I needed and ordered it immediately. It literally took me less than 10 minutes to find the right part for my car.

Day three – Tow Service

Once I found out what part I needed. I decided to have my car towed home. Since the part only had 2 bolts, I knew it would take me only 5 minutes to put it on, so why pay for parts and labor to an auto shop. I called up a tow service through my insurance carrier. The time was 3:30 pm, I received a text from the tow company stating that the tow truck would arrive at 5:16 pm. Around 5:30 I called the tow company, they stated that the tow truck driver said he was not able to find the auto shop. I did not receive a phone call from the driver at all. Personally I don’t think anyone had been dispatched to tow my car. I called another tow company. I ended up getting home around 7:30pm that evening.

Day four- Junkyard

I went to a local junkyard in the area. I was having problems with my other car. I needed a part that was very easy to put on. It was called a thermostat housing cover. I called the Junkyard first, they stated that they had a 2002 Kia Optima. I arrived at the Junkyard. One of the desk guys told me I would be able to find the Kia Optima on row E-40. My friend and I searched to no avail. I went back to the front desk and told the desk guy that row E-40 did not have a 2oo2 Kia Optima. He said it should be on row E-52. My friend ended up finding the car in a different area of the Junkyard.

Day five – Auto zone

I went to auto zone to purchase a sealer for the thermostat housing cover. The auto zone employee searched their database for the sealer that fits my car, I paid for it which was only $1.59. Two days later I attempted to put the sealer on my car, it was the wrong size.

Day Six – check

From time to time I like to take on part time evening projects just to supplement my income. I recently moved 3 months prior so I updated my address. Well the check never came. The employee left my apartment number off of my address. The mail was returned to their office and I was told that they do not mail checks out twice. I had to drive 25 minutes to pick up my check.

Day Seven – credit card

I have recently ordered a new credit card. Supposedly it would take 4 to 6 business days to receive it. I verified and updated my recently new address (twice). After 15 days, I noticed I have not received my credit card. I called my credit card company only to find out that my apartment number was not on the application. Even though I verified my address twice with two differently customer service employees. My apartment number was missing on the application. Maybe I should buy a house, hmmm.

Day Eight – expedite  my credit card

I decided to call my credit card company back. I wanted to see if they could expedite my new credit card. I figured they would make an exception since it was an employee error. The supervisor stated that she could expedite my new card and I would receive it in 3 days via Fed ex.  The next day I researched my account information. Lets just say, the supervisor ended up cancelling my current credit card that I’ve had for 3 years and expedited me a new secure card instead of sending out my new credit card that I waited on for 15 days and counting. I had to call back and order my new credit card again, (the one I never received) What a week. So I ask again. What happened to customer service? Why don’t we put much value into being courteous, respectful and accurate, especially with our consumers. Please comment Below.


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